| Job Summary (paragraph or summarized statement about the position): Under broad supervision, configures, customizes, enhances, and supports the Ivanti Neurons for ITSM platform. Works with business users, OIT teams, and project stakeholders to translate service-management requirements into workflows, business rules, forms, automation, integrations, dashboards, reports, and service catalog solutions. Supports testing, releases, production deployment, troubleshooting, documentation, and ongoing platform operations using ITSM/ITIL practices. Experience with comparable enterprise ITSM platforms such as ServiceNow, BMC, Jira Service Management, or ManageEngine ServiceDesk Plus may be considered. Job Duties and Responsibilities (overall tasks and expectations of the position): - Collaborate with business users and technical stakeholders to understand, document, and translate requirements into scalable ITSM solutions.
- Configure, customize, and enhance Ivanti workflows, business rules, forms, layouts, business objects, dashboards, reports, and automation.
- Develop and support Service Request, Service Catalog, Incident, Change/Release, and Knowledge Management modules and related platform capabilities.
- Build and support integrations using REST APIs/JSON and other supported integration methods; troubleshoot data, workflow, and platform issues.
- Develop service-management reporting, analytics, and operational dashboards; use SQL for reporting and troubleshooting, with SSRS experience preferred.
- Prepare and maintain technical documentation, including configuration documentation, workflow diagrams, deployment instructions, and change/release notes.
- Support system testing, User Acceptance Testing (UAT), demonstrations, environment promotion, production deployment, post-production validation, and support.
- Participate in Change Advisory Board (CAB) activities and take ownership of ITSM platform change requests through implementation and closure.
- Work closely with PM, BA, QA, and development team members in an Agile/CI/CD delivery model, including two-week sprint cycles and coordinated module development.
- Perform other assignments as required.
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